Information Sophistication Memo to all Directors and Managers, Covenant Health

Transcription

1 Information Sophistication Memo to all Directors and Managers, Covenant Health Currently, St. Joseph Health ministries use hundreds of different clinical informatics and IT systems, and have hundreds of different workflows - this patchwork of systems and processes is unsustainable. To achieve the goals of our mission, we must transform the way we deliver care and collaborate with each other. Information Sophistication is a strategic initiative that will create an integrated system of care and set the foundation to support technological advancements that enable innovation, ultimately allowing us to improve the health of the communities we serve. As Covenant Health begins its journey toward Information Sophistication and the full use of an electronic health record, we are turning to directors and managers to be Super Users/Application Testers for their departments and identify the right people to be and Change Champions. These roles are essential for supporting and preparing staff for the Information Sophistication initiative, including the MEDITECH implementation which will launch in September of this year. Below is a high level overview of these roles, their purpose, and the first steps that need to be taken to help ensure the success of this important initiative. Additional details about the Super User/Application Tester and Change Champion roles are included as one page overviews attached to the end of this communication. Title Role Purpose Super User Supports learning events and implementation, answers system and process questions; identifies unit based practice opportunities, etc. Increases adoption rates by supporting staff during transition to MEDITECH; prevents disruptions in patient care during and after the official launch of the system Application Tester Change Champion Support testing activities planned to validate all aspects of ministry operations. All Super Users will be Application Testers; other Application Testers will also be needed to represent specific functions (technician, clerk, etc). Assists CIS leads with communications; addresses questions from staff, assesses how staff are feeling about the upcoming changes Helps facilitate a smoother transition to the new system by identifying potential gaps and errors related to daily operations Increases two-way communication between staff and leadership regarding key milestones, project updates, and potential issues

2 As first steps, we are asking you to: Speak with your teams about the importance of the Information Sophistication initiative and the upcoming MEDITECH implementation; set expectations by explaining the Change Champion role, the selection criterion, the timeline, and addressing any questions they may have. Solicit volunteers for the Change Champion roles in your area; you may provide your team with the role overviews attached to this . Identify two individuals from each unit you think would be interested in and well-suited for the role of Change Champion. Please send your list of volunteers or nominees to Misti Smitherman before April 12, Work with the testing team to secure additional Application Testers for your area; the testing team will reach out to you directly to discuss your department s specific needs. Attend a 30 minute Super User/Application Tester overview. The purpose of this meeting will be to go over the specifics of your role and answer any questions you have. Once Change Champions are engaged, we ask that you demonstrate and communicate to members of these groups - and to the rest of your team - the value their work brings to the Information Sophistication initiative. Thank you for supporting your team during this transformational year. We recognize that changes of this magnitude require additional time and effort from everyone, and we sincerely appreciate your commitment to our mission and the vision for health care that we will realize through Information Sophistication. If you have any questions, please contact me or the Change Champion coordinator, Misti Smitherman, smithermanm@covhs.org. Best regards, Felicia Gordon, MS Candidate, BSN, RN, CPHQ, CPEHR, CPHIT Vice President, Performance Improvement / Clinical Information Systems

3 Questions on Change Champions What is a Change Champion? Change Champions represent each department and help communicate updates and details on the Information Sophistication project to their colleagues. They will also gather questions and concerns from the floor and help measure the readiness of their team for Information Sophistication, through periodic feedback surveys. With the support of the change management and CIS teams, Change Champions will develop responses to some of the natural resistance that emerges during large changes. This might include organizing and promoting face-to-face opportunities to learn about Information Sophistication, or demonstrating new systems or processes in a break room. Who is the ideal Change Champion? Change Champions have excellent listening and communication skills, a strong, informal network of peers and a recognized ability to motivate others. They are interested in advancing their leadership skills, are capable of getting tough jobs done quickly, and are resilient when met with resistance. They are usually an informal influencer of their peers (regardless of title/level). When are they needed? Change Champions may be called upon at different points throughout the Information Sophistication initiative, which will continue over the next two years. For the MEDITECH implementation this year, the Change Champion network will kick off during the second half of April and will continue until about 2-3 weeks after the system goes live in September. Change Champion time will be counted within regular staffing. How will Change Champions be used? Members of the CIS team will conduct rounds to communicate key MEDITECH updates to the Change Champions in each unit. The Change Champions will then be asked to communicate that information to co-workers in their unit. In addition, Change Champions will bring questions or concerns from their unit to their CIS representative, who will escalate any potential issues. What is the time commitment? The CIS rounds will be brief, face-to-face communications done on a weekly basis, lasting between 5 and 10 minutes. This will continue at least until the end of September. What about night shifts or smaller units? All shifts and departments will need to be represented. In a smaller facility, one Change Champion may be able to cover several units. Ideally, one champion will be identified for every members of a team or facility. Interested? Please let your manager know if you are interested in being a Change Champion for your department. Questions: Please contact Change Champion coordinator, Misti Smitherman, smithermanm@covhs.org.

4 Questions on Application Testers What is an Application Tester? Application Testers will help determine whether the MEDITECH system is properly set up for our specific daily operations. In fact, securing the participation of Application Testers from all ministry departments play a large part in ensuring that the transition to the MEDITECH system is as smooth as possible, and that disruptions to our daily work are kept to a minimum. We ll need Application Testers from each of the following areas: Scheduling, Admissions, Nursing, Physicians, Pharmacists, Clerks, Technicians, Medical Records and Revenue Cycle. What will they do? Participate in the validation of all Orders, Order Sets, Results, and Charges Participate in the validation of clinical documentations, reports, medical records, and revenue cycle Participate in the validation of 3rd Party Applications Participate in the creation and validation of Integrated Test Scripts (patient scenarios) Participate in Parallel Testing (dual data entry in 2 systems) Assist in documenting system errors Assist in documenting system enhancements. Why do we need Application Testers? An Application Tester s role is to provide subject matter expertise for their respective ministry or department s operation. While those building the system will test its functionality, it will be nearly impossible for them to catch all potential gaps and issues. Members of the testing team interact with the system from a perspective that is completely different than a nurse or technician going about their daily work - they won t necessarily be able to tell if a report is outputting incorrect data, or if there s an error in the workflow that s being tested. What are characteristics of the ideal Application Tester? Detail oriented with a passion for quality and patient safety Excellent problem solving skills, a helpful and service-oriented personality An interest in (but not necessarily expertise in) technology Ability to prioritize and handle a variety of tasks at the same time. How will Application Testers be trained for this role? Once Application Testers are identified, a testing schedule will be developed and notifications will be sent to testers, confirming their appointment time(s). Each tester will receive specific training in application testing processes and techniques during their first testing appointment. Application Testers will always have assistance from a Build Analyst or a Testing Facilitator. When are they needed? Time commitments will vary depending on the role requested - the testing team will coordinate directly with department directors and managers to determine the number of testers and time commitment needed from their area. Mid April Mid August for Functional, Integrated and Parallel Testing. Questions? If you have any questions, please contact Kelle Jones, CIS Educator Kelle.Jones@stjoe.org.

5 Questions on Super Users What is a Super User? Super Users are change agents who support staff as they adjust to the changes in their work as a result of this implementation. They also support learning events and will be recognized as an informatics go to person in their area. Individuals are selected for this role because of their commitment to our mission and ability to effectively lead change within their respective units. They will: Be assigned to support pre-learning activities, such as in-services Be assigned to a series of training sessions where they will roam the classroom assisting the participants Answer department-specific questions related to the new system and processes and support training evaluation/competencies; help resolve or escalate any classroom issues that impede learning Support unit-based practice opportunities and other learning events Provide support during the implementation and up to 4 weeks afterward, in conjunction with technical experts Support 30-day training evaluation to determine how well the department has understood and adopted the new workflows and new ways of using the system Except for physician Super Users and in other very limited cases, Super Users will not be conducting training. Why do we need Super Users? Super Users will play a critical role in making the transition to the MEDITECH system as smooth as possible. Their knowledge of unitspecific operations and personnel will be important for resolving issues, bridging gaps, and ultimately preventing disruptions in the delivery of care to our patients. In addition, Super Users will provide key support to their teams during the often-challenging initial weeks of the implementation by acting as the point person for questions, decisions and issue escalation. What s the benefit in being a Super User? Super Users will gain valuable insight into how well their team is adapting to the new system, and will have the opportunity to identify and address department-specific risks before the official launch. It also offers an environment for developing leadership and change management skills, and a chance to become experts in the new technologies and workflows. When are they needed? During May for short meetings During June for pre-learning events & structured training From July through August for training support; part-time to full-time From September to early October for implementation support & postimplementation evaluation; part-time to full-time. Questions? If you have any questions, please contact Kelle Jones, CIS Educator Kelle.Jones@stjoe.org or Pamela Andrews, Regional Education Liaison Pamela.Andrews@stjoe.org.